Service Science最新文献_第5页

Service Science Editorial Board, 2023 服务科学编委会，2023

4区管理学

Service Science Pub Date : 2023-03-01 DOI: 10.1287/serv.2023.eb.v15.n1

引用次数: 1

How Firm Strategies Affect Consumer Biases in Online Reviews 企业策略如何影响在线评论中的消费者偏见

IF 2.3 4区管理学

Service Science Pub Date : 2023-02-24 DOI: 10.1287/serv.2023.0316

Frances Xinhua Wang, C. Anderson

引用次数: 2

Call for Papers: Service Science Special Issue: Navigating the Use of Technology in Service Marketing 征文:服务科学特刊:导航技术在服务营销中的应用

IF 2.3 4区管理学

Service Science Pub Date : 2023-02-17 DOI: 10.1287/serv.2023.0319

Haitao (Tony) Cui, A. Xu, Ting Zhu

引用次数: 0

Modeling Customer Satisfaction’s Impact on Loyalty: Insights for Customer-Centric Resource Allocation 顾客满意度对忠诚度的影响建模:以顾客为中心的资源配置的洞察

IF 2.3 4区管理学

Service Science Pub Date : 2023-01-19 DOI: 10.1287/serv.2022.0313

Yinxing Li, Aijing Xing, Nobuhiko Terui

{"title":"Modeling Customer Satisfaction’s Impact on Loyalty: Insights for Customer-Centric Resource Allocation","authors":"Yinxing Li, Aijing Xing, Nobuhiko Terui","doi":"10.1287/serv.2022.0313","DOIUrl":"https://doi.org/10.1287/serv.2022.0313","url":null,"abstract":"This study explores the nonlinear modeling of customer satisfaction (CS) and loyalty for resource allocation strategies that promote efficient loyalty programs. We first introduce global models to reflect several important nonlinear characteristics, particularly (a) a saturation-attainable limit of effectiveness, (b) nonconstant marginal returns, and (c) asymmetric responses between satisfied and dissatisfied customers. In the proposed models, we put forth the joint use of two types of mixture models to deal with different levels of heterogeneity. Based on the model best supported among alternatives in the literature, we targeted customers using expected incremental loyalty, which is derived from the joint use of an estimated response curve of loyalty to satisfaction and an empirical distribution of CS scores. Then, we evaluate the efficiency of loyalty programs under the assumption of full and limited access to customers and subsequently derive managerial implications. For instance, through a counterfactual simulation of the models for the three industries, we find that improving the perceived quality in the mobile communication industry may have a greater effect on loyalty than in the hotel and convenience store industries because of its higher switching cost. Funding: N. Terui acknowledges funding by JSPS KAKENHI [Grants (A)17H01001 and (A)22H00056]. Supplemental Material: The online appendix is available at https://doi.org/10.1287/serv.2022.0313 .","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-01-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"83669600","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The Impact of Bundled Payment on Hospital Operations 捆绑支付对医院运营的影响

IF 2.3 4区管理学

Service Science Pub Date : 2023-01-17 DOI: 10.1287/serv.2022.0314

Yiming Fan, Jingqi Wang, Jingui Xie, Yugang Yu, Liqing Cao

{"title":"The Impact of Bundled Payment on Hospital Operations","authors":"Yiming Fan, Jingqi Wang, Jingui Xie, Yugang Yu, Liqing Cao","doi":"10.1287/serv.2022.0314","DOIUrl":"https://doi.org/10.1287/serv.2022.0314","url":null,"abstract":"This paper studies the impact of bundled payment policy on healthcare cost, efficiency, quality, and shift of care. Using insurance claim data, we empirically offer a more nuanced understanding of the impact of bundled payment policy on hospital operations and provide new evidence from China. Our evidence suggests that transitioning from fee-for-service to bundled payment reimbursement resulted in declines in treatment costs and length of stay. Along with that decline, there was an increase in planned revisits to outpatient clinics, which indicates a shift of care from the inpatient to the outpatient setting, as well as a rise in unplanned revisits, indicating a decline in service quality. The increase in readmission rate to inpatient wards is very small and not statistically significant. In addition, we discuss the design and implementation of bundled payment. Our results imply that careful bundle design is vital to encouraging providers to implement the new program without sacrificing quality. Funding: This research is supported by the National Natural Science Foundation of China [Grants 72091215/72091210, 71921001], the Research Grants Council of the Hong Kong Special Administrative Region, China [Grant HKU 17500217], and the Fundamental Research Funds for the Central Universities [Grant 2040000018].","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2023-01-17","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89338363","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Service Science: CCF 16th International Conference, ICSS 2023, Harbin, China, May 13–14, 2023, Revised Selected Papers 服务科学:CCF第16届国际会议，ICSS 2023，中国哈尔滨，2023年5月13-14日，修订论文选集

IF 2.3 4区管理学

Service Science Pub Date : 2023-01-01 DOI: 10.1007/978-981-99-4402-6

引用次数: 1

Station-Based or Free-Floating? An Integrated Carsharing System with Dual Service Types 站式还是自由浮动?一种具有双重服务类型的一体化拼车系统

IF 2.3 4区管理学

Service Science Pub Date : 2022-11-30 DOI: 10.1287/serv.2022.0312

Hua Ke, Yutong Mo

{"title":"Station-Based or Free-Floating? An Integrated Carsharing System with Dual Service Types","authors":"Hua Ke, Yutong Mo","doi":"10.1287/serv.2022.0312","DOIUrl":"https://doi.org/10.1287/serv.2022.0312","url":null,"abstract":"A specific service type is applied by most one-way carsharing operators, either station-based or free-floating, which depends on whether users are required to pick up and return vehicles in fixed parking lots. However, both of them have inherent limitations. The station-based carsharing system encounters the weakness of low parking-space utilization, whereas the free-floating system needs to face high parking and relocation costs. To overcome the limitations of single-type carsharing systems, this paper proposes an integrated system to apply the two types in different parts of the service area. A mixed-integer linear-programming model is established to maximize the operator profit, considering both strategic decisions of service type and operational decisions of relocation and trip selection. Despite the fact that the model can be solved by the CPLEX solver, it is limited by excessive memory usage and too long solving time in large-scale cases. To enhance the solving feasibility of the proposed model, a heuristic algorithm is proposed to effectively iterate feasible strategic options and solve the operational subproblem. The numerical results of the case study show that the proposed algorithm can achieve comparable objectives with the CPLEX solver in a much shorter computational time. Through system comparison, the integrated system achieves a larger profit and higher demand-fulfillment rate, compared with the single station-based or free-floating system. History: This paper has been accepted for the Service Science Special Issue on Innovation in Transportation-Enabled Urban Services.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2022-11-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"80873474","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Personal Shopper Systems in Last-Mile Logistics 最后一英里物流中的个人购物系统

IF 2.3 4区管理学

Service Science Pub Date : 2022-11-29 DOI: 10.1287/serv.2022.0310

Jelmer P. van der Gaast, Alp Muzaffer Arslan

{"title":"Personal Shopper Systems in Last-Mile Logistics","authors":"Jelmer P. van der Gaast, Alp Muzaffer Arslan","doi":"10.1287/serv.2022.0310","DOIUrl":"https://doi.org/10.1287/serv.2022.0310","url":null,"abstract":"This paper explores the logistics operations of instant grocery delivery services. Therefore, we introduce the instant delivery problem (IDP) to replicate and examine two widely adopted strategies in the rapid delivery market: the personal shopper system (PSS) and the inventory owned delivery (IOD) system. In the PSS, couriers visit affiliated brick-and-mortar stores in the delivery area to pick up and purchase ordered products and then deliver them to customers. In the IOD system, couriers collect products from a single distribution center, or so-called dark store, in which the platform manages the inventory. Even though a PSS strategy is asset light because of the utilization of existing retailers in the area, maintaining a good level of on-time instant deliveries with the PSS is more complex than with IOD. This is because the PSS requires deciding which store to purchase ordered goods from, and picking and shopping at stores needs to be considered in the real-time decision process. We propose a tailored rolling horizon framework that utilizes column generation to browse updated delivery plans for arriving customer orders. Computational studies both in real life–inspired settings and in case studies on selected urban areas show that the PSS is a highly competitive strategy compared with IOD, particularly when dealing with small-sized customer orders. We observe that the performance of the PSS is robust when varying the delivery service time frame. The case studies also suggest that the PSS becomes even more competitive in areas where the retail store density is high. History: Special Issue—Innovation in Transportation-Enabled Urban Services. Funding: This work was supported by National Natural Science Foundation of China [Grant 72150410444] to J.P. van der Gaast. Supplemental Material: The e-companion is available at https://doi.org/10.1287/serv.2022.0310 .","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2022-11-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"76747934","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Peak-Hour Pricing Under Negative Externality: Impact of Customer Flexibility and Competitive Asymmetry 负外部性下的高峰时段定价:顾客灵活性与竞争不对称的影响

IF 2.3 4区管理学

Service Science Pub Date : 2022-10-21 DOI: 10.1287/serv.2022.0309

Christopher S. Tang, Onesun Steve Yoo, Yufei Huang

{"title":"Peak-Hour Pricing Under Negative Externality: Impact of Customer Flexibility and Competitive Asymmetry","authors":"Christopher S. Tang, Onesun Steve Yoo, Yufei Huang","doi":"10.1287/serv.2022.0309","DOIUrl":"https://doi.org/10.1287/serv.2022.0309","url":null,"abstract":"Several industries that provide services to customers (e.g., public utility and transportation) charge higher prices during peak hours to smooth demand. With technologies (e.g., electronic shelf labels) enabling retailers to change prices easily within each day, should supermarkets use peak-hour pricing? To examine this question formally, we introduce a stylized duopoly model in the presence of “negative externality,” where firms compete for congestion-averse customers. We characterize how customers endogenously segment themselves regarding when and where to shop, and then use the equilibrium outcomes to examine whether the firms should implement peak-hour pricing for varying types of customer flexibility and competitive asymmetry. Our analysis shows that, if customers are not flexible in their store choice, then both firms would always use peak-hour pricing. However, if store choice flexibility is present, then firms’ decisions depend on the competitive asymmetry as follows. If one firm has a clear competitive advantage (in terms of value or price) over the other firm, then the dominant firm will use peak-hour pricing, whereas the other firm will not. Otherwise, both firms will use peak-hour pricing if they engage in symmetric competition (in terms of similar value and price), or neither firm will use it if they engage in differentiated competition (high value versus low cost). Through our analysis of different extensions, we find that a firm’s ability to set its regular price would dampen the effect of peak-period pricing. Also, we obtain consistent results when there is heterogeneity in customer valuation and customer congestion aversion level.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2022-10-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81383489","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

Cross-Channel Integration and Customer Experience in Omnichannel Retail Services 全渠道零售服务中的跨渠道整合与客户体验

IF 2.3 4区管理学

Service Science Pub Date : 2022-08-31 DOI: 10.1287/serv.2022.0308

Kyunghwan Chung, Kyung Wha Oh, Minjeong Kim

{"title":"Cross-Channel Integration and Customer Experience in Omnichannel Retail Services","authors":"Kyunghwan Chung, Kyung Wha Oh, Minjeong Kim","doi":"10.1287/serv.2022.0308","DOIUrl":"https://doi.org/10.1287/serv.2022.0308","url":null,"abstract":"Despite the increasing attention being given to cross-channel integration services, an understanding of the impact of cross-channel integration on customer experience is still lacking. This study fills this gap. With a focus on retail brand experience, this study demonstrates that cross-channel integration impacts customer experience and further results in changes in perception and behavioral intention. A conceptual model that illustrates the customers’ psychological mechanism responding to cross-channel integration was developed. To test the model, a scenario-based online experiment was conducted. The results show that perceived channel integration impacts retail brand experience, which in turn impacts perceived service convenience, satisfaction, and patronage intention. Creating a better experience is a key challenge for retailers to ensure customer satisfaction and brand loyalty. Our results show that cross-channel integration services can play a pivotal role in the shaping of retail brand experience in today’s competitive retail environment that continuously evolves, owing to digital technology. The findings of this study add valuable new knowledge to the growing omnichannel retailing literature and provide practical insights to develop omnichannel retail services.","PeriodicalId":46249,"journal":{"name":"Service Science","volume":null,"pages":null},"PeriodicalIF":2.3,"publicationDate":"2022-08-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"87503137","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1